The role is a highly customer focused first and second line desktop support, supporting over 14,000 Clinical and non-clinical staff across the Trust, providing telephone, e-mail, face-to-face and remote desktop support, including travel to other sites across South East London and Kent as necessary instruction and training to ICT users within the Trust.
The Post holder will be responsible for ensuring the provision and receipt of complex and sensitive information on ICT matters, so must be aware of the Data Protection Act. Logging ICT Service Desk calls and ensuring the information is processed in accordance with Trust policies procedures and SLA’s. As ICT technologies continuously evolve and change it is important that Technical Support to stay up to date with new technologies
There will be a requirement to cover weekends on a rota basis with TOIL.
Please note the advert might close early due to a high number of applications received.
The successful candidate will be responsible for diagnosing and resolving issues arising across the trust for all IT equipment, taking calls via the ICT Helpdesk and logging calls, resolving issues at first contact or escalate to appropriate teams.
Provide and receive simple to complex information, fault diagnoses, rectification, upgrade, installation and configuration of PC hardware or software, laptops and printer problems for Trust users.
The ideal candidate will be able to work effectively on their own, under pressure of deadlines & be able to prioritise their own workload as well as working within a team and be able to interact with a wide range of people including non-technical users, managers, suppliers, contractors, facilities management & medical staff.
It is essential that in addition to great technical skills the successful candidate will have excellent communication & interpersonal skills with the ability to express themselves effectively both verbally & in writing.
Please refer to the Job Description for the full requirements for this role.
The Trust provides a full range of local and specialist services across its five sites. Transforming Healthcare is the vision at the heart of the King’s Strategy – 2026 to 2031. Together, we are pursuing six strategic ambitions: delivering high-quality patient care; being a great place to work; leading pioneering research, innovation and education; building strong and successful partnerships; providing timely and efficient care; and ensuring long-term financial sustainability. Achieving these ambitions will require all of us to work as one Team King’s, united by a shared commitment to our values of being caring, collaborative, inclusive and innovative. By living these values every day, we will transform healthcare for our patients, our communities and each other
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.
The successful candidate will be educated to BSc level in an IT related discipline or have significant equivalent experience and have a good track record of PC hardware & software support in a Microsoft Networking environment.
The successful candidate will:
Provide remote assistance or visit clients who logged a support call
Have excellent listening skills to establish the issues the users are facing
Have the ability to multitask, while working on multiple problems simultaneously
Ability to work with and deliver within a fixed project timescale
Work with ground-breaking technologies, Hardware and Software
Ensure specialist or complex IM&T information is analysed, investigated and processed in accordance with policies and procedure
Incidents and problems are recorded within the ASM Service Desk software ensuring customer satisfaction through listening and feedback
Give expert technical advice and assistance to users, departments and departmental system’s managers
Maintain user IT accounts and system rights for networked and clinical systems in accordance with the weekly rota
Support the maintenance of computer hardware e.g. desktops & printers
Reset passwords and transfer/accept accounts for users of NHS Net e-mail
Input and manipulate data and information within ASM Service Desk database, Active Directory and other databases as required
Plan tasks, prioritise and make adjustments accordingly due to variable workloads, interruptions and staff shortages
Liaise with Trust Users of all levels and External suppliers
Experience of Ethernet Interworking/ NOS
Microsoft Office including MS Outlook 2016 and MS 365
Team working
Experience of working in an NHS IT Environment
Ability to provide complex information to an audience of differing levels
Able to identify resources and management delivery of workload
Ability to influence change
Able to work on their own initiative
Excellent Communication skills
Please refer to the Job Description for the full requirements for this role.
